General information

Office (s)
Bracknell, UK
Date Published
Friday, January 21, 2022
United Kingdom
Job ID
Global Support

Description & Requirements

Technical Cloud Support Analyst – ERP Software

Location: Bracknell, Berkshire

About Us:

Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.

Cloud Support Operations

Cloud Support Operations will focus on managing the day to day operations of cloud customers.  This role will be an expert in support and cloud processes and will lead the execution of support services for Epicor cloud customers.  They will work collaboratively with the cloud, development, services, and support teams to ensure customer satisfaction.  The role will recommend processes improvements to influence best practices. 

About The Role:

The Impact: Cloud Support Operations is a critical role responsible for working with key customers to drive a better customer experience.  This role reports to Technical Support Management in region.   The successful person in this role will ultimately drive “quick” resolution to customer demands and drive a better working experience.  

What’s in it for you: This role presents a unique opportunity to drive customer satisfaction.  The candidate for this role will work closely with all teams within Epicor to drive a better customer outcome.  This role is highly visible and requires the candidate to coordinate cross-collaboration among teams, drive execution and effective resolution of issues.   This role will also be responsible for driving continuous improvement action/requests through the cloud core team.

What You'll Do:

       Drive customer satisfaction for cloud customers

       Customer intervention, for those customers who are escalated, need short-term mediation of case activity and/or collaboration from cloud teams. 

       Working with key support and development teams to drive outcome and resolution to key customer issues

       Working with leadership and cloud core teams to provide detailed overview of problem situation and corrective actions

       Guides team members on processes specific to cloud customers

       Advocate for support and customers by providing feedback on alignment, change control and other related shared operational details from Cloud Development Operations

       Mentors/Trains employees on case handling and operational process specific to cloud

       Works ahead of the teams in terms of planning solutions that have been escalated by customers while documenting findings and recommending solutions to the broader organization 

Key Responsibilities:

·         Complete an introductory training program to learn the ERP platform: Shadow peers, get familiar with job-specific terminology and ask questions.

·         Provide excellent analytical, written and verbal communication skills: Communicate and collaborate with peers, customers and upper management

·         Receive incoming customer calls and get assigned CRM cases expecting to take ownership and research with customers to fully diagnose issues, and then develop creative solutions and respond within established Service Level Targets.

·         Plan and prioritise day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.

·         Stay current with Epicor’s innovation and application enhancements.

·         Attend training sessions and webinars for new product features and product offerings.

·         Use Epicor’s CRM system to track and resolve issues

·         Receive customer inquiries via access channels such as the web portal and phone.

·         Expand existing knowledge of Windows and multiple mobile platforms

·         Complete internal product installations, database loads.

·         Maintain accurate, high-quality documentation


 What You Will Need To Succeed:

·         Advanced Windows knowledge and Microsoft technologies

·         General Networking and security knowledge

·         Database admin knowledge of at least one of the major database platforms (e.g. MS SQL, MySQL, Oracle)

Skills That Will Set You Apart:

·         A background or previous experience in a technical support role at a large or enterprise-level software vendor

·         2+ years of troubleshooting software and/or server issues

·         2+ years working directly with customers

·         Familiarity with Cloud Computing (e.g. Azure)

·         SQL Server

·         SQL Scripting

·         SSRS

·         IIS

  • Active Directory
  • Group Policy
  • Some programming skills

·         SSL,

·         Any ERP, Manufacturing or Accounting software

·         ITIL

The Person

·         Excellent communication/interpersonal skills
Proven ability to work on own initiative, manage workloads/priorities
Must be a self-starter who can work independently as well as in a team

·         Must have the ability to multi-task

·         Takes pride in work. Can demonstrate a commitment to Epicor’s business objectives and its customers by owning decisions and driving results